Senior Customer Success Manager

Culture Amp•San Francisco, CA

3d•$131,000 - $150,000•Hybrid

About The Position

Culture Amp is seeking a Senior Customer Success Manager to join its Enterprise Customer Success team. Working in a cross-functional pod with Account Managers, Renewals Managers, and Account Executives, the role owns the customer adoption motion and shares responsibility for retention and growth. The position supports enterprise customers with 1,000 or more users, helping them achieve lasting value and measurable outcomes from Culture Amp’s employee experience platform. The role manages a large book of enterprise customers using a consultative, insight-led approach. It partners with People Scientists and commercial colleagues to translate customer needs and platform data into business outcomes, adoption plans, and clear return-on-investment stories. The Senior Customer Success Manager uses customer health signals and dashboards to prioritize work, identifies and addresses risk proactively, leads strategic stakeholder conversations, and contributes to repeatable practices and tools across the wider Customer Experience team. Culture Amp’s working approach asks people in most roles to work from their local office an average of two days per week. The stated US on-target earnings range is $131,000–$150,000, with additional compensation components such as equity and benefits. Compensation varies based on market and individual skills, capabilities, and experience.

Requirements

At least 3 years of experience in a customer-facing role with accountability for retention and growth, such as customer success, account management, or renewals.
Experience managing a book of enterprise customers and owning outcomes such as GRR and NRR.
Experience leading strategic conversations with senior stakeholders and translating product data into an actionable story.
Experience partnering with Sales and Renewals teams to protect and grow revenue.
Familiarity with customer success and CRM tools, such as Vitally, Salesforce, or Gong.
Hands-on experience using AI tools in day-to-day work, including preparing for customer conversations, identifying risk, or summarizing account context, and a habit of sharing effective practices with the team.

Nice To Haves

Experience in HR technology, HCM, or adjacent SaaS.

Responsibilities

Own retention and growth for a book of enterprise customers, with accountability for gross revenue retention (GRR), net revenue retention (NRR), and team results.
Use data, customer health signals, and dashboards to prioritize work across a large customer book and set clear, realistic expectations with customers.
Lead strategic business reviews with senior stakeholders ahead of renewal, translating platform data into business value and a clear ROI story.
Identify underlying business problems and plan proactive adoption efforts around the outcomes that matter to each customer.
Identify risks early using behavioral and data signals, raise them with customers, and lead collaborative save plans through resolution.
Lead conversations about pricing, contraction risk, and expansion, and surface opportunities to the Account Manager early.
Build relationships across customer organizations beyond a single champion and coordinate colleagues across Account Management, Renewals, People Science, and Sales to deliver customer outcomes.
Build repeatable plays, use automation and AI to scale customer-success work, and share playbooks and learnings with the wider Customer Experience team.

Benefits

Equity through the Employee Share Option Program.
Learning programs and coaching.
Quarterly refresh days, an extended end-of-year break, and a monthly allowance to support wellbeing and lifestyle.
Inclusive parental leave from day one.
A MacBook and budget to set up a home workspace.
Five annual social impact days.
Medical insurance coverage for employees and their families in the US and UK.

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